Terms & Conditions

1) Provider details

• Service provider: Zayra Lab GmbH
• Registered address: Brown Boveri Pl. 4, 5400 Baden, Switzerland
• Email: Email
• Phone: Phone
• Website: maison-la-clef.ch
• Company number / UID: CHE-147.500.701
• VAT number: CHE-147.500.701 MWST

2) What Maison La Clef is

Maison La Clef is a referral/invitation-only reservation and access service acting on your behalf across a defined scope (see Section 3). We operate with a simple workflow: Request → Execution → Confirmation.

A reservation made by a Maison is not "just a booking": we focus on execution, follow-ups, and applying your preferences to secure the best feasible outcome.

3) Scope of services

Unless agreed otherwise in writing, our scope includes:

• Restaurants: reservations, preferred seating, special wishes, follow-ups until confirmed.
• Hotels: bookings and room preferences (quiet room, view, late check-in, bedding notes, etc.).
• Events: access requests for ticketed or invitation-based events, where possible.
• Transport: private vehicle arrangements and select transfers on demand.

Out of scope (non-exhaustive): anything unlawful; requests requiring regulated licences we do not hold; professional representation (legal, tax, medical); resale of tickets where prohibited; or requests we cannot fulfil due to capacity, provider rules, or availability.

4) How requests work

4.1 Submitting requests

Requests can be submitted via:

• Email: Email
• WhatsApp / phone: Phone

You agree to provide accurate details (date, time window, party size, preferences, contact data). We may request clarification before execution.

4.2 Execution and confirmation

To execute a request, Maison La Clef may be required to communicate relevant information to third-party providers (such as restaurants, hotels, transport operators or event organisers). Only the information necessary to fulfil the request is shared.

We use reasonable efforts to execute requests, perform follow-ups, and secure confirmation where possible. We do not guarantee availability, outcomes, upgrades, seating quality, or access.

Once secured, we send a written confirmation with key details.

4.3 Active requests & fair use

To keep the service precise and relationship-driven, membership includes a fair use principle and an "active requests" limit. An active request is any request that is still in progress — meaning it has not yet been confirmed by the venue/provider and not yet been closed by Maison La Clef.

• All Clés: up to 3 active request at a time.

If you require higher capacity, we may propose an upgrade or a tailored arrangement.

5) Third-party providers & payments

5.1 We act as an intermediary

Unless explicitly stated otherwise, Maison La Clef is not the provider of the underlying service (restaurant, hotel, airline, event organiser, transport provider, etc.). Your contract for the booked service is between you and the third-party provider.

5.2 Deposits, guarantees, and charges

Some providers require deposits, prepayments, card guarantees, or cancellation/no-show fees. You authorise us to communicate the minimum necessary details to secure the booking (see Section 12).

All third-party costs (including deposits, tickets, room rates, cancellation/no-show fees, and transport costs) remain your responsibility.

5.3 Advance payments by Maison La Clef (optional)

In some cases, you may ask Maison La Clef to pay a third-party provider in advance on your behalf (e.g., deposits, tickets, prepayments, guarantees converted into charges, or other provider-required fees) (“Advance Payment”).

Advance Payments are available to Clé Essentielle, Clé Signature and Clé Fondatrice members, provided that a valid postal address is registered with Maison La Clef.

Clé Découverte members do not have standard access to Advance Payments. Maison La Clef may exceptionally agree to an Advance Payment for a Clé Découverte member on a case-by-case basis, at its sole discretion and subject to any conditions it considers appropriate.

In all cases, Maison La Clef may accept or decline an Advance Payment request at its sole discretion.

5.4 Reimbursement, advance payment handling fees & FX handling fees

If Maison La Clef performs an Advance Payment, you agree to reimburse Maison La Clef for:

• The full third-party amount advanced; and
• Any applicable advance payment handling fee and/or FX handling fee according to your membership tier.

The advance payment handling fee is calculated on the amount advanced and may be rounded up to the next CHF or invoice's currency.
Where a foreign exchange transaction, international payment, or currency conversion is involved, an FX handling fee may apply depending on your membership tier.

Example: for tiers where the advance payment handling fee applies, a final price of CHF 200.81 may be rounded up to CHF 201.

These fees apply only when Maison La Clef advances funds on your behalf. If you pay the provider directly, the advance payment handling fee does not apply.

For Clé Signature members, Maison La Clef’s FX handling fee is included for eligible standard requests.
For Clé Fondatrice members, Maison La Clef’s advance payment handling fee and FX handling fee are included for eligible standard requests.

Maison La Clef does not charge external banking fees, card processing fees, provider fees, supplier-imposed fees, or financial institution currency spreads as separate Maison La Clef fees. The Client remains responsible for reimbursing the full amount actually paid by Maison La Clef to the relevant third-party provider on the Client’s behalf.

Reimbursement is due within the payment term stated on the invoice, minimum 15 days. Late or unpaid reimbursements may result in suspension of service and/or cancellation where permitted by provider rules.

Maison La Clef reserves the right to apply an administrative reminder fee of up to CHF 10.- per payment reminder issued in connection with overdue amounts.

6) Membership tiers, pricing & availability

Membership tiers are monthly, renewable subscriptions (unless Clé Découverte ends as a trial).
Reach out to us to know the different tiers prices.

Membership fees do not include third-party costs such as deposits, tickets, hotel rates, restaurant prepayments, transport costs, cancellation fees, no-show fees, provider charges, or other external costs unless expressly confirmed otherwise in writing.

Maison La Clef may update membership pricing, availability, and tier benefits from time to time. Material changes will be communicated where reasonably possible.

7) Billing, renewal, upgrades, downgrades & cancellations

7.1 Billing and renewals

Paid memberships renew automatically each month unless cancelled before renewal. Payments are processed through Stripe as configured at the time of purchase.

7.2 Cancellation

You may cancel anytime before the next renewal. Cancellation prevents the next month’s charge. Unless mandatory law requires otherwise, no partial refunds are provided for a started billing period

(Refund exceptions may be decided by MLC).

7.3 Upgrades and downgrades

• Upgrades can be made at any time and may take effect immediately (depending on payment configuration).
• Downgrades apply from the next billing month (the next renewal).

7.4 Clé Découverte trial ending

Clé Découverte is a free trial. At the end of the Clé Découverte period (as communicated to you), the subscription ends automatically and no payment is taken. You may upgrade to a paid tier during the trial or at the end.

8) Booking changes, cancellations & no-shows

We handle modifications and unforeseen cancellations on your behalf where possible. However, venue/provider rules apply (cancellation windows, deposits, no-show charges). You remain responsible for all consequences of late cancellation or no-show.

9) Service availability

We aim to be responsive. Response times may vary based on request complexity, provider reply times, and current capacity. Maison La Clef is not an emergency service. If you have a strict deadline, you must clearly state it upfront.

10) Member responsibilities

You agree to:

• Provide accurate information for requests.
• Respect provider rules and house policies.
• Behave respectfully (no abusive, unlawful, or harmful requests).
• Ensure you can cover third-party costs (rates, tickets, deposits, no-show fees, etc.).

We may pause or terminate service if requests are abusive, unlawful, or repeatedly breach provider rules.

11) Confidentiality & communications

We treat your requests and data as confidential. We only share the minimum necessary with the venue/provider involved in your request and with Swiss infrastructure partners needed to deliver the service (see Section 12).

You authorise us to share your contact details with a venue/provider when required to secure or confirm a booking.

12) Data processing, privacy & AI

12.1 Data processing under Swiss law

We process personal data to operate your membership, manage requests, keep confirmations, and personalise service. We apply Swiss data protection principles and, where applicable, align with GDPR principles for EU/EEA residents.

12.2 AI processing via Infomaniak Euria

To improve personalisation and operational handling, some reservation-related data may be processed through Infomaniak’s Euria AI assistant, in order to personalise and improve your experience and the handling of requests.

12.3 Data hosting and security

Wherever reasonably possible, we build and operate Maison La Clef using Swiss-based providers and infrastructure (e.g., Infomaniak SA & Proton AG for calendar management/hosting/collaboration/email). Payments are processed through Stripe. This approach reflects our commitment to privacy, operational trust, and a responsible footprint — and, where possible, supporting the Swiss economy.

12.4 No sale of data

We do not sell your personal data. We do not share data with third parties except: (i) the venue/provider required to execute your request; and (ii) service infrastructure needed to operate (hosting/email/payment), under appropriate safeguards.

13) Liability & disclaimers

To the maximum extent permitted by law:

• We are not liable for third-party provider actions, service quality, venue policies, closures, strikes, weather, or force majeure.
• We do not guarantee outcomes, upgrades, best table, access, or availability.
• Our liability for direct damages is limited to the membership fees paid by you in the last [1–3] months preceding the event giving rise to liability, except where liability cannot be limited by mandatory law.

14) Suspension & termination

We may suspend or terminate membership immediately if you misuse the service, request unlawful actions, repeatedly no-show or cause harm to provider relationships, or breach these Terms. Termination does not waive amounts owed to third-party providers.

15) Changes to these Terms

We may update these Terms to reflect service improvements, legal requirements, or operational needs. The latest version is published on our website. Material changes will be communicated where reasonably possible.

16) Governing law & jurisdiction

These Terms are governed by Swiss law. The place of jurisdiction is Switzerland, unless mandatory consumer protection law provides otherwise.

17) Contact

Questions about membership, requests, or these Terms: Email